Provide technical support for Berkshire Grey's products, troubleshoot software and hardware issues, document incidents, and manage customer ticketing.
Responsible for providing technical support for all Berkshire Grey’s products that are in production and in commissioning phases. This person provides resolutions to product issues to ensure we meet our SLAs and maintain our products reliability and production continuance. This position provides support for software and hardware troubleshooting and initiates escalations to senior technical resources as needed. This position monitors, captures data, and reports out issues in a defined process to ensure resolutions can be administered quickly. This position plays a critical role in providing the highest level of customer service to our customers.
Team Member Responsibilities:
- Works closely with senior support resources to provide data on bugs identified and assists in prioritizing the customer’s issues. Captures data and reports findings with detailed documentation to ensure the problem is correctly identified and defined.
- Is responsible to document incidents and perform immediate recovery steps. If this fails to restore the system, they immediately follow the escalation process to ensure we meet our customer’s SLAs.
- Team member has to have a high level of urgency and is quick on their feet to handle multiple issues in a timely manner.
- Provides data collection, time stamping, and JIRA ticketing for all bugs identified.
- Assist in providing weekly and monthly KPI reports for all customers to their supervisor/manager.
- Participate in daily case reviews, shift handoff discussions and weekly team meetings to help with prioritizing critical cases.
- Has a thorough understanding of available technology to troubleshoot problems and identify root causes for customer production issues.
- Manages the customer ticketing process in Salesforce.
- Can identify hardware failures and be able to dispatch parts and/or service personnel to assist with part replacements.
Education and Experience: - BS degree in computer engineering
- 1-3 years’ experience operating in a technology software and hardware support operations center.
- Has excellent documentation skills.
- Excellent communication skills both verbal and written.
- Has the ability to remain calm under duress.
- Strong problem-solving and analytical skills.
- Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with operations, engineering (software/hardware), and leadership teams.
- Ability to manage multiple high-priority tasks simultaneously.
- Intuition of Robotics:
- Sensor fault troubleshooting.
- Calibration drift correction.
- Troubleshoot HMI (Human Machine Interface) issues.
- Identify and correct “process health” issues.
Preferred:
- Knowledge and/or working experience with tools such as ELK (Elasticsearch, Logstash, Kibana)
- Ability to troubleshoot network issues.
- Linux (Ubuntu) experience at a system admin level.
- Ability to troubleshoot SSL, Remote Access, VPN, DNS issues.
- Network troubleshooting.
- Docker/ Kubernetes.
Why Berkshire Grey?
- Opportunity to work with cutting-edge AI-powered robotic solutions that are transforming the supply chain and logistics industry.
- A culture of innovation and collaboration, with a commitment to professional development and growth.
- Competitive compensation and comprehensive benefits package.
Less than 5% travel required.
5120-2503HN
Top Skills
Docker
Elk
JIRA
Kubernetes
Linux (Ubuntu)
Salesforce
Berkshire Grey Bedford, Massachusetts, USA Office
140 South Road, Bedford, MA, United States, 01730
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